Monday, June 07, 2010

The Caboose Matters Most

Our family recently installed a swimming pool just in time for the hot Texas summer! Big home improvement projects typically cause anxiety for me. (Honestly, I believe I have a form of post-traumatic stress disorder from a home renovation gone bad when I was weeks from delivering my second daughter in 2002). However, the pool installation was fabulous! Within 4 weeks we were swimming in the pool. Several friends were so impressed that they asked who our pool company was and subsequently contacted the company for a pool quote.

Once the pool was swimmable there were a few odds and ends needing completion. This is where our pool company took a nose dive in the deep end. Getting the company to finish up their punch list has taken 3 times as long as it took to install the pool and it's still not completely finished. Now we are calling our friends and retracting our accolades for the pool company. All because of a few tiny odds and ends.

Sadly, the last thing that happens is what customers remember. No matter how great your product is or how perfect your service has been the last thing that happens defines you and your business. As salespeople we like to make a sale and move on to the next customer when really we should see the process through until we can waive at the caboose driver.

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